Customer Service Team Leader
J.P. Morgan
EDINBURGH, MIDLOTHIAN, United Kingdom
2d ago

Job Description

P. Morgan Chase & Co :

J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries.

J.P. Morgan is part of JPMorgan Chase & Co. (NYSE : JPM), a leading global financial services firm with assets of $2.1 trillion.

The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity.

A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its JPMorgan and Chase, and WaMu brands.

The Role

Do you want to lead in a dynamic, fast paced, customer and colleague centric environment? Do you have a passion for developing others whilst learning new skills and supporting customers with their financial needs?

Are you an excellent communicator and passionate about getting it right first time for customers and colleagues alike using various channels?

Can you think outside of the box’, problem solve and have the desire to change, implement and own processes? If you’ve answered yes to the above and want a new challenge then we want you!

JP Morgan Chase, is a leading provider of traditional and digital financial services worldwide, we are actively seeking Leaders (no title agreed as yet) to join our team and help us shape the future of banking for our customers.

If you are successful we want you to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success.

You will help to foster an exceptional & unique culture. A culture that will evolve with each new addition and it will be your role to help ensure we have the right operational foundations in place to bring the very best out of people, helping them to live their best purposeful work life each and every day.

You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.

  • Optimise performance across key operational KPI’s, financials and people metrics, smashing team goals.
  • Work collaboratively with the relevant Squad teams to continuously improve operational and business performance to optimise both the customer and employee experience, creating those moments of truth when they really matter.
  • Here at our Edinburgh Park Centre we are providing a 24 / 7 operation and looking to support our customers and colleagues 365 days a year.

    We are looking for self-motivated Leaders with a passion for leading a team of 12 direct reports in our Edinburgh Contact Centre.

    Work schedules vary and could include a schedule that includes working in the evening and on the weekend.

    The correct individual for this role will :

  • Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care!
  • Lead colleagues and self, through times of ambiguity.
  • Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success.
  • Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals.
  • Be customer centric with a real focus on out of the box thinking’ to support resolutions and inquiries.
  • Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity.
  • Be Change Champion and Owner for processes and products for colleagues and customers.
  • Understand and research customer behaviour and share knowledge with wider team and peers.
  • Become a multi-channel expert across all platforms and functions that we operate across
  • Have intrinsic passion to coach and support delivery of first class service to colleagues and customers.
  • Be a critical thinker establish root cause and champion and own change to improve delivery.
  • Be an advocate of our brand and lead and act as a role model to all colleagues and peers.
  • Have passion to self-learn and develop others within their team and area.
  • Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers.
  • Bring themselves to work, encourage and create an environment where their team can also bring themselves to work.
  • Identify ways to support inclusion and diversity.
  • Essential Experience for this role :

  • Banking / Financial experience.
  • Contact Centre Experience.
  • Digitally Savvy across different medians.
  • Leadership experience preferable.
  • Performance Management and Coaching.
  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools.
  • Fluency in Windows Operating Systems and Microsoft Office tools.
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